May, 2022

4 ways to create a better customer experience


Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your customer experience today

68 Customer Support Email Address Name Ideas

CX Accelerator

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs.

CX 271

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The biggest digital transformation trends in 2022 and beyond

Adrian Swinscoe

This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […]. The post The biggest digital transformation trends in 2022 and beyond first appeared on Adrian Swinscoe


The Customer’s Dilemma: Acquisition vs. Retention


In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

What are the advantages of having a service culture?

Inside Customer Service

Imagine you wanted to meet a friend for coffee. Your friend suggests a place they think you'll like that's located in a nearby neighborhood. You've never been there before and don't know the address. How would you get there?

More Trending

5 ways to be a better ally in contact centers


Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog

The Way It’s Always Been Done

Customer Service Life

Meet Mouse, our corn snake. I’ve never really considered myself a “reptile person.” ” On those occasions where I’ve encountered snakes while hiking or working in the yard, I always jump clear out of my shoes in complete fright.

Discovering customer experience in the banking industry

Adrian Swinscoe

This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […]. The post Discovering customer experience in the banking industry first appeared on Adrian Swinscoe

Want to Win the Great Retention? Prioritize Employee Mental Well-Being

The DiJulius Group

For a truly great organization, a leader’s first priority needs to be helping people lead great lives…we need to be the type of company that helps employees be their best selves and have a chance at building meaningful and constructive lives.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

How campers can make your culture stronger

Inside Customer Service

Carol was a camper. That's a term for someone who is content in their current job and doesn't want to get promoted, add new responsibilities, or move to a new company. Carol showed up every day, did her job, and went home. She didn't want to "get ahead." Carol just wanted to do her job.

Product-led Growth: What It Is and Why You Need It


Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch.

Sales 101

Technical basics series: The singular value decomposition (SVD) 101


Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab team explores several SVD applications


Everyone Deserves a Compliment??

Shep Hyken

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo.

December CMI Placeholder

Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres

Adrian Swinscoe

This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […]. The post Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres first appeared on Adrian Swinscoe

Why Chick-fil-A is one of the Most Loved Brands

The DiJulius Group

You know you have a good business problem on your hands when, due to the demand for your services is so huge, the cities you operate are trying to declare a public nuisance because of traffic backups. As is the case happening for multiple cities where Chick-fil-A operates in.


Increase productivity with this one counterintuitive trick

Inside Customer Service

It started as a typical, busy Wednesday. Then a miracle happened. A half-day event got cancelled. Another meeting was rescheduled for a different day. My calendar was suddenly wide-open. It was tempting to fill that found time with more work. I took my dog to the beach instead. We had a lot of fun.

Customer Health Score: A Guide to Improving Client Satisfaction


Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Knowing this can help you evaluate churn risk and spot opportunities, empowering you to take appropriate action.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

What is a conversation intelligence platform?


Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog

Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX

Kate Nasser

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration.

Little personal touches can make all the difference – Interview with Jawad Malik of Idrese

Adrian Swinscoe

Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […]. The post Little personal touches can make all the difference – Interview with Jawad Malik of Idrese first appeared on Adrian Swinscoe


Be a Zero Risk Company with a Great Customer Loyalty Strategy: Screw Up First

The DiJulius Group

One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Three ways to immediately improve your customer experience

Inside Customer Service

Today's customers are increasingly unhappy. The American Customer Satisfaction Index has steadily declined for the past four years. By the end of 2021, it had reached its lowest point since 2005. What's causing the decline?

Guest Post: How to Boost Customer Support Employee Productivity for Better CX

Shep Hyken

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service.

CallMiner named a leader in 2022 SPARK Matrix™ for Speech Analytics


Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix independent analyst report

Doing Customer Experience Right Through Content Marketing

Doing CX Right

Michael Brenner, author of The Content Formula, and Mean People Suck, explains content marketing best practices to create impact and keep your brand at the forefront of peoples' minds when it's time to buy what you sell.

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A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.